Car insurance claims FAQs

If you've had an accident, we are here to help.

If you're at the roadside and need urgent help, please call our helpline 0345 125 6850 available 24/7.

Here's what you should do next:

• Make sure you and your passengers are safe
• Don't accept any blame until you have spoken to us
• Swap details with the other people involved in the incident, for example names, contact details and vehicle/insurer details
• Take pictures if you can and it is safe to do so, particularly of the vehicle damage and the position of vehicles in the road

Report your claim online, get in touch or you can reach us on 0345 266 8670.

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If you've had an accident, we are here to help. Here's what you should do:

• First, make sure you and your passengers are safe
• Don't accept any blame until you have spoken to us
• Try to swap details with the other people involved in the incident for example names, contact details and vehicle/insurer details
• Take pictures if you can and it is safe to do so, particularly of the vehicle damage and the position of vehicles in the road.

Please call +44 1242 715 929

Report your claim online, get in touch or you can reach us on 0345 266 8670.

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A policy excess is the amount you have to pay towards the cost of your claim. There are different excesses that may apply.

• Compulsory/standard excess – fixed by your insurer
• Voluntary excess – chosen by you to reduce premium

Standard or compulsory policy excess - this applies to all claims, although the amount you need to pay may increase depending on the type of claim you want to make.

Voluntary excess - You may have also added a voluntary excess when you took your policy out in exchange for a lower premium.

This excess will be added to the standard or compulsory excess in the event of most claims.

Details of all your policy excesses can be found on your Schedule of Insurance or Statement of Fact.

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You will need to pay your excess as part of your claim.

If your vehicle is repaired by a garage you will pay your excess directly to them.

If your vehicle is a total loss, damaged beyond repair, then we will deduct the excess from the settlement value. Please be aware, if you choose to use your own repairer, you may have to pay an additional excess.

Full details of the excesses that apply may be found in your Schedule of Insurance or Statement of Fact.

You’ll find this in your Account or your policy confirmation email.

If you're having trouble finding your documents or need assistance please get in touch.

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To find out what your policy covers, you will need to check your policy information.

It's easy to find your policy documents, just log in to your Account where you can access:

• Policy documents
• Terms of Business or Your Agreement with Rias, including fees and charges
• Motor certificate
• Statement of Fact or Schedule of Insurance

You may also find these in your policy confirmation email, when you took out your policy.

For details of your cover, limits and excesses please check your Statement of Fact or Schedule of Insurance.

If you're having trouble finding your documents or need assistance please get in touch.

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• Manufacturer's warranty
  If your vehicle is still within the warranty period, any repairs carried out by our approved repairer will not affect this on the basis that repair methods will follow those specified by the manufacturer.

• Guarantee
  Our network of approved repairers will provide a lifetime guarantee on repairs, as long as you own the vehicle.
• Replacement locks and keys
  If your claim is for replacement locks and keys, there is a £500 limit. Full details can be found in your policy documents. 

You can access your documents in your Account or check your policy confirmation email.

If you're having trouble finding your documents or need assistance please get in touch.

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Making a claim can sometimes lead to an increase in renewal price, but this will be based on the individual circumstances of the incident. Read more about car insurance renewals. 

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If you make a claim then your No Claims Discount may be affected. Factors such as, who was at fault, previous claims and whether you have opted to protect your NCD will all be considered.

No Claims Discount protection does not protect the overall price of your insurance policy. The price of your insurance policy may increase following an accident even if you were not at fault.

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We have a network of approved repairers who will take care of your vehicle, getting you back on the road as soon as possible.

All repairs come with a lifetime guarantee. 

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If you choose to use one of our approved repairers, they will supply you with a courtesy vehicle whilst yours is being repaired. If your vehicle is not repairable then we will not supply you with a courtesy vehicle.

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This is when the damage to your vehicle is uneconomical to repair. We have a dedicated team who will discuss settlement with you. The settlement figure will be the market value of the vehicle immediately before the incident and will reflect the cost of replacing it with one of a similar age, type and condition.

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If you receive any correspondence from the other party involved or their representatives, you can forward this straight to us quoting your claim reference number.

Please forward the correspondence to motorclaims@ageas.co.uk.

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To start your claim, you will need to have the details below ready:

• Your policy number. You can find this on your confirmation email or documents in your Account
• Details of what happened, where and when
• Photos of the damage to the cars or dashcam footage 
• Any witness contact details 
• Third party details including their vehicle registration and details. 

The more details you can give us, the quicker we can progress your claim. 

Report your claim online, get in touch or you can reach us on 0345 266 8670

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Make a claim

We're here to help make claims as easy as possible. We understand that making a claim can be a worrying and stressful time for you.

Once you've submitted your claim, we'll usually:

• Check that you’re covered by your insurance
• Confirm how much excess you’ll need to pay
• Send you a link so you can upload photos or documents
• Review your claim and keep you updated

We can also help organise repairs if needed. We have a trusted network of approved repairers and can help pick the best one for you and take care of everything

If you need assistance or would like to speak to someone, please get in touch or you can reach us on 0345 266 8670

Manage your claim

We will keep you updated with the progress of your claim. If you'd like to get in touch you can call your dedicated claims handler or email us on motorclaims@ageas.co.uk.

Remember to include your claim reference number in the subject line, you should have received a letter with these details.

If you need assistance or would like to speak to someone, please get in touch or you can reach us on 0345 266 8670

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To help protect our customers from rising costs, we use databases with other companies that identify differences in customer information. In some circumstances, information can also be shared with the police.

Please refer to our privacy notice for more details on how your information is shared.
You can find them in your Account or in your policy confirmation email.

Find more support for fraud

Worried about fraud?

Have you received an unexpected email or message from us, with a link to sign in?

If something doesn’t feel right, whether it’s your policy, a claim or you've been contacted about your insurance unexpectedly, please contact us straight away.

You can do this by emailing our Fraud Team at: intel@ageas.co.uk. We'll contact you within 48 hours.

Remember don't click on any links in suspicious emails or text messages, and don't feel rushed.

If you'd prefer you can call us on 0345 165 5773. Our Customer Specialists are available Monday to Friday 8.30-6pm and Saturday 8.30-4pm.

Think your bank details may have been used? Contact your bank first.

If you need assistance you can also get in touch with one of our Customer Specialists.

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If you haven't told us about your complaint yet, please get in touch with us and we'll do our best to put things right.

There are 3 ways to make a complaint.

Online:

Please submit your complaint using our online form which may be accessed through our Ageas website.

Write to us:

Customer Services Adviser
Ageas House
Hampshire Corporate Park
Templars Way
Eastleigh
SO53 3YA

Please include the following:

• Your full name and address
• Your contact details, including any daytime phone numbers
• Your policy or claim number
• Details of your complaint and if you've had any losses
• If you've already spoken to someone about your complaint - let us know their name and the date you got in touch
• What you'd like us to do to resolve your complaint

Telephone:

Please call your dedicated Claims Handlers on their direct dial phone number if you have it. Or you can reach us by using the following number: 0345 125 6850

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We'll try to resolve your complaint within three working days. If we can't do this, we'll write to you within five working days to:

• Let you know we've received your complaint and when you can expect a response from us
• Let you know who is dealing with your complaint

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If you're not happy with how we have handled your complaint, or we haven't resolved it within eight weeks, you can take it up with the Financial Ombudsman Service through the methods detailed below.

This needs to be within six months from the date of our final response. Using this service won't affect your legal rights.

As a free, independent body set up by the Government, it's the Financial Ombudsman's job to resolve disputes between customers and companies in the UK. You can find out more at www.financial-ombudsman.org.uk and fill out its online, Word or PDF form.

By phone:

Call 0800 023 4567 or 0300 123 9123

By email:
complaint.info@financial-ombudsman.org.uk

In writing:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

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You're able to go straight to the Financial Ombudsman Service, however, they will advise that if you are dissatisfied with our service, that you give us the opportunity to resolve your concerns in the first instance.

If, following this, you're still not happy with how we have handled your complaint or we haven't resolved it within eight weeks, the Financial Ombudsman will investigate your case.

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